Overview:
Job Purpose
The Principal Elevated Engineer is a client-facing technical advisor responsible for delivering, stabilizing, and optimizing ICE Mortgage Technology solutions for enterprise lending clients. Serving as a trusted partner, this role leverages deep Encompass expertise, strong relationships, correspondent workflow knowledge, and advanced troubleshooting skills.
The role combines hands-on execution with strategic advice, resolving complex production issues, leading cross‑functional teams, and guiding clients through platform optimization, integrations, and transformation efforts across the mortgage loan lifecycle, with a strong focus on correspondent loan purchase, delivery, and investor compliance.
Responsibilities
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Drive resolution of complex production issues, including escalation management, root cause analysis, system testing, strategy facilitation, and knowledge transfer
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Serve as the primary escalation point for high-impact and high‑value correspondent client issues
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Act as a trusted technical advisor across ICE Mortgage Technology products, services, APIs, and integrations
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Guide and support clients through the adoption of new products, solutions, and transformational initiatives
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Support correspondent-specific workflows, including loan purchase and delivery, delegated and non-delegated models, and third-party originator (TPO) interactions
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Lead workflow optimization discussions to reduce funding turn times and improve investor delivery accuracy
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Support configuration and troubleshoot Encompass workflows, forms, fields, business rules, milestones, and eFolder organization
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Identify and resolve data mapping issues related to MISMO/XML, ULI, loan terms, fees, and investor delivery requirements
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Diagnose UI, API, data integrity, and performance-related issues across environments
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Build strong partnerships with client stakeholders and internal ICE teams
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Mentor junior team members and contribute to service quality improvements and process efficiency initiatives
Knowledge and Experience
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Computer Science or Information Technology, or related bachelor’s degree, or equivalent experience
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7+ years of experience supporting enterprise SaaS or mortgage technology clients including 3–5+ years with correspondent lending exposure
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5+ years of hands-on Encompass experience (administrator and/or advanced user level)
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Background in roles such as Encompass Administrator, Consultant, Technical Support Engineer, or equivalent.
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Deep understanding of the loan lifecycle from origination through purchase and delivery
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Advanced knowledge of Encompass configuration, including forms, workflows, business rules, and custom input forms
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Experience with eFolder, document management, compliance tools (HMDA, TRID), and the Encompass Partner Ecosystem
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Demonstrated ability to act as a trusted advisor to executive-level stakeholders.
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Strong communication and presentation skills with the ability to translate technical concepts into business language
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Excellent organization, prioritization, and project management skills
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Strong ownership mindset with the ability to operate in high-pressure, SLA-driven environments.
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Collaborative team player with a continuous improvement approach
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Ability to travel up to 10%
Preferred Knowledge and Experience
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Correspondent Lending
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Direct experience supporting correspondent lending divisions.
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In-depth knowledge of delegated and non-delegated correspondent models.
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Understanding of investor guidelines, purchase conditions, and suspense clearing.
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Familiarity with MISMO/XML, investor delivery systems, and HMDA/ULI accuracy.
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Technical and Integration Skills
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Experience with APIs, REST services, SaaS platforms, AWS, Azure, SQL, and NoSQL databases.
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Working knowledge of JavaScript, Microsoft .NET, and web-based application architectures.
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Familiarity with performance monitoring and diagnostic tools such as AppDynamics.
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AI and Analytics
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Experience applying AI, analytics, or automation to identify trends, reduce defects, improve funding and delivery performance, or proactively detect production risk.
#LI-SF1
-: Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
